Resolving Customer Service Complaints & Conflict

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

Jeff works at a pet supply store. A customer walks in the front door, carrying a birdcage, yelling about how the door is broken. What is the first thing Jeff should do?

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1. In the managing the issue phase of resolving customer complaints, how do you uncover information?

2. Which of the following is NOT a step in negotiation?

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About This Quiz & Worksheet

What do you know about ways of negotiating customer service complaints and conflict? With this worksheet and quiz, you can test your awareness of the first step in the process of resolving complaints and conflicts and how to deal with the 'managing the issue' phase of this process.

Quiz & Worksheet Goals

You'll be responsible for these areas of study:

  • An important part of relating to a customer
  • The steps in conflict resolution
  • How to conclude the process of dealing with a customer complaint

Skills Practiced

  • Reading comprehension - ensure that you draw the most important information from the related lesson on negotiating customer service complaints and conflict
  • Knowledge application - use your knowledge to answer questions about the steps in conflict resolution
  • Making connections - use understanding of the concept of customer service and how it's connected to conflict resolution

Additional Learning

Utilize the lesson named Resolving Customer Service Complaints & Conflict for more information on these specific areas of interest:

  • How to create the best outcome in resolving a dispute with a customer
  • Effective communication
  • Offering the customer a number of options in order to help settle their discrepancies
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